Lois O.

WORK HISTORY

EDUCATION

ABOUT LOIS O.

Customer Experience Program Manager with a strong foundation in Customer Success, specializing in building scalable programs, systems, and operating models that improve retention, reduce churn, and enable CS teams to operate more effectively.I’ve spent my career at the intersection of customer outcomes and operational execution, starting as a Customer Success Manager and evolving into program-led roles where I design and implement the processes, tools, and frameworks that allow CS teams to scale. I’ve supported SaaS organizations across B2B and enterprise environments, managing complex customer lifecycles while partnering closely with Product, Support, Sales, IT, and Data teams.In my work, I’ve led initiatives such as CRM and Gainsight optimization, onboarding and lifecycle program design, digital and scaled CS motions, partner enablement, and change adoption efforts. These programs have driven measurable outcomes, including improved retention and NRR, reduced time-to-value, increased product adoption, and meaningful efficiency gains for CSMs and CS leadership.What differentiates my approach is that I build programs with CS teams, not in isolation. Having been a CSM myself, I focus on practical, adoption-first solutions, programs that simplify workflows, improve data trust, and help teams move from reactive firefighting to proactive, insight-led engagement.I’m particularly energized by roles where I can translate strategy into execution, align stakeholders around shared outcomes, and support organizations through periods of growth, tooling maturity, and operational change. My goal is always the same: create customer experience programs that deliver value for customers while making CS teams’ jobs easier, clearer, and more impactful.